Big problem with Tmaxhost.com

[host_planer]

I am absolutely gob-smacked at what terrible and shocking treatment I recieved from Tmax Host (tmaxhost.com).

1. A client contacted me to say their website had been down about a week, I hadn't recieved any notification from Tmax.

2. Had to raise a support ticket at Tmax and after getting a few days run around, was told the domain was involved in spamming, and had been suspended, and that "we need action plan".

3. The domain, owned by a 60 year old woman in the countryside, as no IT skills whatsoever, so I told them spamming was immpossible and what were the options, and what is "action plan".

4. They replied, I was not taking the issue seriously and hadn't given them "action plan" and the domain is now cancelled.

5. I was upset, the client is upset, and I asked lots of questions, including a question, "could anyone at Tmax have taken the password?"

6. Then Tmax suspended ALL my domains, because "I accused them serious offence". I didn't know a question could be an accusation! But, now all my clients, their businesses and livlihoods are affected.

7. I demand that all put back live all the innocent party's domains, but they refuse, and now don't even answer my emails.

I find it truely beyond belief that a company can act like this.

What actions should I take now?

any comments?

[tmax]

Hi All

We feel that we need to clarify the issue here and you may refer to the following thread for more information

http://webhostingtalk.com/showthread.php?t=527385

>>1. A client contacted me to say their website had been down about a week, I >>hadn't recieved any notification from Tmax.

The server that hosted your web site has never down for a week. it may be some local issue on your client part local issue when your client unable to access the site. You can open a ticket at our heldpesk and our Support Team will be able help you identify the issue if possible

>>2. Had to raise a support ticket at Tmax and after getting a few days run
>>around, was told the domain was involved in spamming, and had been
>>suspended, and that "we need action plan".

Your account is suspended by our Abuse Team due to spamming. The account was sending out spam mail on various topic like the following

"Reorder Notice From big-pill.com"
"Please update your Ebay account"
"Open something new for your self"
"sexy baby and bad erection?"
"Financial Market Traderr special pr news release" etc

You are sending the above mail to more than 10000 email address using your account SMTP

We do not tolerate spamming in any manner. Our Abuse Team suspended your account and request a action plan to prevent any future spamming

No reputable hosting company here will allow such spamming act

>>3. The domain, owned by a 60 year old woman in the countryside, as no IT
>>skills whatsoever, so I told them spamming was immpossible and what were
>>the options, and what is "action plan".

There are many reason to that and our Abuse Team has stated very clearly that the account is use to spamming and NOT direct to anyone.

We provide you an action plan as you are unable to provide us which include changing all the password of the email account, scanning your PC for possible worm or virus, do not give email account to anyone you not trusted etc

You refuse to it and we have no choice but to continue to suspend your account

>>4. They replied, I was not taking the issue seriously and hadn't given them
>>"action plan" and the domain is now cancelled.

We have told you many time that your account is suspended and NOT terminated otr cancelled, you will see an suspension page when you go to your URL.

>>5. I was upset, the client is upset, and I asked lots of questions, including a >>question, "could anyone at Tmax have taken the password?"
>>6. Then Tmax suspended ALL my domains, because "I accused them serious
>>offence". I didn't know a question could be an accusation! But, now all my
>>clients, their businesses and livlihoods are affected.

We will never tolerate anyone accuse our company staff using your email account to spamming. You are telling us that our company staffs are using your cpanel account to send spam mail

>>7. I demand that all put back live all the innocent party's domains, but they >>refuse, and now don't even answer my emails.

We cannot unsuspend the account before the action plan is carry out, the spamming issue will definetly happen again if no action is taken on your part

We have sending you many mail with action plan and ask you to carry out so that we can unsuspend your account, posting here will not get your account unsuspend and this is not our Support forum

As mentioned many time, we are willing to help you to resolve the issue if you willing to co-operate. If you just wish keep sending abusive email to us and just demand us to unsuspend your account, there is nothing much we can do in this case

Hope that this will clear up the issue. for the threadstarter, please reply to our mail regarding the action plan and stop sending abusive mail, we are more than happy to work together with you to resolve the issue

Regards

TmaxHost

[hostriffic]

I would definitely file a complaint with the BBB -- and any other governing agencies.

Then, I would change hosts -- perhaps gate.com: http://www.gate.com/reseller/

[tmax]

Hi All

We wish to update the issue here

1. The account was suspended due to excessive spamming despite our earlier warning email to them

2. The account holder keep using abusive language and racist remark on our staff Team despite our repeated warning, we have no choice but to suspended all their account

3. They send a few thousand email to all our email address in attempt to flood our email account, they say that it is for revenge as we stop their human right for sending spamming and mailing comment

4. They also threaten us to compensate them with $5000 for their losses in marketing or else that they will post (or spam?) negative feedback. This actually match their spamming behavior

Just for everyone information, the account has been termianted by us

Hope that the above will clear all your doubt on the issue

Regards

TmaxHost

[host_planer]

but i never spam....

[sansri]

Originally Posted by host_planer

but i never spam....

You are absolutely correct when you say that you never spam. In fact it looks like tmax team is also not aware of how this spamming works thats why they blamed you for spamming and suspended your account. In fact there may be some contact or feedback form on your website and this form is used by may auto form submission software assuming its a link exchange form or form for posting link on your website.But instead of posting links on the website this is used to send mail from your website.Its true that its spamming but neither you nor your client is responsible for this and tmax should also understand this.

Thanks
Sanjay Srivastava